Customer Service Representative
| Company | Sentry Insurance |
|---|---|
| Location | Plover, WI, USA, Rockford, IL, USA, El Paso, TX, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Entry Level/New Grad, Junior |
Requirements
- High school diploma
- Good human relations skills to deal effectively with customer issues in a professional manner.
- Ability to communicate effectively and accurately verbally and in writing.
- Knowledge of how to use a computer, keyboard skills and familiarity with software applications such as Excel and Word.
- Ability to navigate through various technology software to research and accurately resolve service situations is critical to the success of this position.
- Ability to meet or exceed attendance requirements, providing reliable and predictable attendance. Hours for this job include nights, weekends, holidays.
- Possesses basic critical thinking, creativity, and problem-solving skills to provide positive resolution.
Responsibilities
- Ensures a quality customer experience for our insureds and customers by reducing friction points and ensuring an effortless process.
- Listens to and assesses customer needs to take appropriate action to fulfill their requests.
- Builds positive relationships and creates customer confidence, loyalty and retention by resolving requests using knowledge, empathy and sound judgment.
- Provides timely customer service meeting or exceeding specified service standards.
- Receives a high volume of telephone calls for assigned line of business and provides upfront assistance to our insureds and customers in need of service.
- Navigates multiple systems and technologies to provide and gather information, document actions taken, and accurately resolve service situations in support of insureds and customers.
- Records and files provided information from each call and/or electronic request in the appropriate system application.
- Researches and identifies contact center problems and issues using standard procedures.
- May assist with handling issues and communicating updates to peers and management.
- Escalates more complex issues as needed.
- Reports trends, issues and feedback learned from customer interactions to support continuous improvement.
- Performs other job-related duties as assigned from time to time.
Preferred Qualifications
- Proficiency in Spanish preferred, but not required.